We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 388057 results
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Decision Reference DRN-5786202
8 Dec 2025 AXA Health Limited Not upheldInsuranceDRN-5786202 The complaint Mr M is unhappy with AXA Health Limited because it declined his claim. What happened Mr M has private medical insurance with AXA. He was suffering from back pain and claimed for treatment with a chiropractor, which was declined. Mr M said AXA had initially auth... (4 pages)View decision -
Decision Reference DRN-6002117
8 Dec 2025 Newcastle Building Society UpheldBanking and PaymentsDRN-6002117 The complaint Miss H complains that Newcastle Building Society (NBS) didn’t tell her when it blocked her Lifetime ISA (LISA) that this meant she couldn’t pay money into the account. She says she lost out on interest and a bonus payment as a result. What happened In December... (2 pages)View decision -
Decision Reference DRN-5908395
8 Dec 2025 Coventry Building Society Not upheldBanking and PaymentsDRN-5908395 The complaint Mrs C complains that Coventry Building Society (CBS) advised her to put her savings in an inappropriate account in 2023. As a result, she has to pay tax on the interest she received when she wasn’t expecting to have to do so. What happened Mrs C is a longstand... (2 pages)View decision -
Decision Reference DRN-6002388
8 Dec 2025 Blue Motor Finance Ltd UpheldConsumer CreditDRN-6002388 The complaint Miss H is unhappy with the car supplied under the hire purchase agreement with Blue Motor Finance Ltd (BMF). When I refer to what Miss H and BMF have said or have done, it should also be taken to include things said or done on their behalf. What happened In A... (8 pages)View decision -
Decision Reference DRN-5822551
8 Dec 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5822551 The complaint Miss O and Mr T have complained that Inter Partner Assistance SA (IPA) declined a claim they made on a travel insurance policy. As it is Miss O leading on the complaint, for ease, I will mostly just be referring to her in this decision. What happened Miss O a... (3 pages)View decision -
Decision Reference DRN-6002408
8 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6002408 The complaint Mr and Mrs D’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (12 pages)View decision -
Decision Reference DRN-5938303
8 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5938303 The complaint Mr S complains Monzo Bank Ltd failed to meaningfully intervene when he was gambling. What happened Mr S complained to Monzo, he told it he’d gambled significant amounts of money over a period of a little over a year. This gambling was despite Mr S being regis... (3 pages)View decision -
Decision Reference DRN-5604294
8 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5604294 The complaint Miss K complains Monzo Bank Ltd won’t refund a transaction made from her account which she says she didn’t make or authorise. What happened On 3 March 2025, a payment for £200 was made from Miss K’s account which she reported to Monzo as fraudulent. Monzo loo... (2 pages)View decision -
Decision Reference DRN-5828357
8 Dec 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5828357 The complaint Mr C complains that Lloyds Bank PLC (‘Lloyds’) won’t refund the money he lost after falling victim to a scam. What happened Mr C was contacted via a messaging app with a job opportunity. The job required Mr C to complete sets of tasks. Mr C would receive commi... (4 pages)View decision -
Decision Reference DRN-5842625
8 Dec 2025 TRANSUNION INTERNATIONAL UK LIMITED UpheldConsumer CreditDRN-5842625 The complaint Miss G complains TransUnion International UK Limited is reporting incorrect information on her credit file. What happened In November 2022, Miss G says she cancelled a contract she held with a company I’ll refer to as B, but it continued to charge her for the a... (4 pages)View decision